Introduction
“Support” is defined as the communication between FIFTY STUDIOS Support Team and the client.
Support is currently only available through the official Support Portal: support.50studios.com
All requests will be handled according to the SLA below.
Support Levels & Response Times
Note: All support levels are handled during business hours, except for Critical issues, which are addressed on a calendar-hour basis (7 days a week). The level of a submitted ticket is determined by our team alone.
Level: Critical
Definition & Scope: Critical outage or serious issue disrupting essential business operations.
Examples: full website downtime, inability to access the control panel, or checkout process failure.
Level: High
Definition & Scope: Major disruption affecting primary services.
Examples: order processing errors, payment or shipping failures, or critical integration breakdowns.
Level: Medium
Definition & Scope: Minor errors or performance degradation.
Examples: problems with the blog, banners, menus, translations, or site elements that do not hinder core business operations.
Level: Low
Definition & Scope: General questions or low-priority requests.
Examples: design changes, content updates, feature additions, backups, or adjustments within the admin panel.
| Level | First Response (within) | Resolution Target (within) | Hours of Service |
|---|---|---|---|
| Critical | 4 hours | 24 hours | Calendar hours (24/7) |
| High | 12 hours | 48 hours | Business hours |
| Medium | 48 hours | 3 business days | Business hours |
| Low | 4 business days | 7 business days | Business hours |
Notes
- Business hours: Sunday–Thursday, 9:00 AM – 5:00 PM (Kuwait time).
- Calendar hours: All days including Friday & Saturday.
- If a ticket requires our team more time than the SLA, its status will be changed to “On Hold” until a solution is available.
- Resolution time is a target, not a guarantee. Complex issues may require third-party involvement.
- Duplicate tickets opened by the same client (or multiple users from the same company) will be considered duplicate requests and may not be processed under the SLA.
- Clear, detailed tickets result in faster responses. Support is available in both English and Arabic.
- Official support channel is only available on the Support portal (support.50studios.com). No calls, chats, or unofficial requests will be accepted.
Performance Disclaimer
Website speed or general slowness is not covered under this SLA, as performance can be affected by factors outside of FIFTY STUDIOS’ control (such as hosting environment, third-party plugins, external integrations, or client-side configurations).
Revisions and Updates
FIFTY STUDIOS reserves the right to review, update, and modify this Service Level Agreement (SLA) at any time. Updates will be communicated through the official support portal or email. Continued use of FIFTY STUDIOS support services after any update constitutes acceptance of the revised SLA.
last update: 25 Sep 2025